Hilton Vilamoura As Cascatas

Stayed here 4 times now and on every occasion staff, hotel and stay have been wonderful. I am a HH diamond member and on arrival asked if there were any upgrades to a two bed apartment as I was upgraded on last visit with my daughter. I was pleasantly surprised to be given the upgrade by Bruno (reception) without any hassle, hats off to this staff member, due to the situation with COVID I was a little anxious as I didn’t know rules etc but he explained everything clearly and put my mind at rest. Hats off to this hotel!! We felt very safe here hand sanitizers are placed around hotel, masks are provided on arrival and even the lack of buffet breakfast and Spa didn’t dampen our 7 night stay. Staff at breakfast were friendly, one though never smiled ... even though your behind a mask you can recognise a smile. Rooms are cleaned every 3 days while COVID is around but if extra towels are needed etc . They are promptly brought to room. If you do visit hotel beach take pool towel with as there not provided at beach, this didn’t bother us and happily took the pool ones down. Will be staying here again hopefully in better circumstances next time.

Lost count of my stays at this hotel and my endless 5stars. So this is a change, maybe the manager instead of simply writing a we must do better after this review, he might actually pay attention to a HH Diamond member and and HGV Elite Premier member. Check in smooth, we were using HGV points and had a one bedroom apartment, opened the door, it smelt awful, it looked dull and rundown in need of a full refit. The air conditioning sounded like a small car, the bed creaked. We called front desk, they offered to spray air freshener. A temporary fix by the next day the smell was back, let's cheer ourselves up with our favourite a Hilton breakfast. Oh wow, the buffet was closed, no sign of Kevin, tables cleared, the room looked like my old school canteen. I had just moved from the Conrad Algarve who had full buffet breakfast in place but instead of serving yourself, staff put the food on your plate. So there was a menu on our table to choose from, while we were choosing a waiter arrived with an "afternoon tea" plate with some bread, ham and fruit. That was it. Ok move on, my wife and I ordered our omelettes, we both ordered bacon on the side, the waiter told my wife I would get enough for two and we could share. The omelettes arrived, both wrong, my wife on a small plate which I had to scrape my bacon unto for her to share. Two cups of black coffee, the milk didn't arrive and no offer to refill. Awful. Just awful. The rest of the week we walked to Sailors Corner for beautiful cooked breakfast for €7. To cheer ourselves up we took the bus to the Hilton Beachclub, expecting our normal HH welcome water, pringles, oh no.. the beach towels are no longer available at the beach.. You are welcome to lie on a bed sir. Enough I walked back to the hotel, the receptionist was not that interested, telling me there had never been beach towels available at the beach, it was in my letter. Those fateful words 'let me speak to a manager" Out she came and the world was put right, she took onboard the point about no beach towels at the beach, the health risks of people then carrying used towels back on the bus others use immediately to go back to the Marina. Within minutes she had us moved to a much better two bedroom pool view apartment and no charge was made for the awful breakfast experience. The next six days was back to my Hilton experience, well done to that manager. I don't know her name. You need to upgrade the apartments, you need to restore your breakfast experience, you need to clean the minibus after each run, you need beach towels at the beach. See you soon

The hotel was friendly, clean and spacious. We had a suite for a family of 4 plus 2 yr old and it was perfect. For the golfer the course and practice facilities are 50 m away. Shuttle bus ran into the Marina at Vilamoura 1/2 hourly in the evening, but it was only a 20 minute walk in. We will return.